This course provides a solid foundation in the areas of customer service and service excellence. You will participate in online discussion with
professionals throughout the country, applying these concepts and tools to your practice and development goals. The lessons will encompass the following
topics:

• Creating a customer service vision

• Assessing your organization’s customer excellence capabilities

• Managing the customer’s “Moments of Truth”

• Customer service as collaboration and team work

• Shaping customer expectations

• Managing customer disappointment and difficult customers

• The wisdom of “hiring attitude; training skill”

• Assessing & measuring service performance

• Coaching managers in their leadership role for service excellence

• The role of rewards and recognition in strengthening service excellence

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Each of the 10 online modules in the Patient Advocacy Certificate Program are five weeks long and represent ten contact hours of total work averaging approximately two hours per week, with class size limited to 25 participants. Each module is available for five weeks, beginning at 12 noon EST on a Friday and concluding five weeks later. The registration deadline for each module is 5pm EST the Wednesday prior to the start of the module. You can participate 24/7 during each module, as you interact with colleagues and faculty through facilitated discussions monitored by the professor based on questions related to the material. A certificate of completion is mailed after successful completion of each of the ten modules (based on logging in regularly to participate in discussions each week, and completing all assignments and quizzes). Modules may be taken in any order, with the exception of Data Management and Measuring Patient Satisfaction, which we recommend to be taken as the last two modules. Once you complete all ten modules, you will receive a special certificate and letter documenting your successful completion of the Cleveland State University Patient Advocacy Program.